Integrating Digital Voice to Optimize Customer Loyalty
Connecting with your customer's digital voice
Develop insights based on listening to your customers – not
just through surveys but online and elsewhere. The voice
of the customer is coming from everywhere. Listening to what
is being said about you on the web gives you an unqualified
opportunity to connect to your customers.
Client databases, online surveys, mobile and social media all
result in high volumes of feedback. Around 80% of data now
held within companies is in the form of unstructured text
documents or records: emails, call center logs, reports, web
pages, blogs, SMS and verbatims. The challenge is to turn this
unstructured data into knowledge and insights.